Senior Executive - Value Servicing, CEO & CSH Desk

Role Purpose

Responsible for resolving customer complaints/escalations through Internal Escalation Desk.

Role Accountability

1. Resolve complaints / escalations received through different channels - Nodal ,Principal Nodal & Customer service head ID through calls and emails
2. Achieve daily productivity metrics & Quality targets, daily hygiene metrics achievement such as Nil Unscheduled leave, TTS completion
3. Ensure adherence to SOPs while resolving customer escalations and coordinate with cross functions for necessary resolution
4. Use judgement to raise exception servicing request on a case by case basis for better customer experience
5. Ensure final resolution of customer escalations by coordinating with various departments as necessary and informing the customer of the final verdict in timely manner
6. Drive customer retention by providing best in class customer experience
7. Proactively highlight issues and process improvement to reduce escalations
8. Ensure process documentation and compliance adherence

Measures of Success

1. Cases processed per day
2. Service Quality Score
3. First Contact/BO Resolution rate
4. Zero Avoidable Escalation
5. Performance Retention Score
6. FKAT training quiz score
7. Execution/Resolution TAT
8. Voice of Customer
9. Customer Retention Rate
10. Process Adherence as per MOU

Technical Skills / Experience / Certifications

1. Knowledge and experience of complaints handling
2. Expertise in MS Office suite

Competencies critical to the role

1. Verbal and written communication
2. Problem Solving
3. Stakeholder Management
4. Customer Orientation

Qualification

Graduate in any discipline

Preferred Industry

Customer Services - Credit Card Industry